Service Improvement Request — Digital services first

The Canada Revenue Agency (CRA) is advancing its digital-first approach, aiming to provide efficient, secure, and eco-friendly services. In 2025, over 93% of income tax and benefit returns were filed online, reflecting the growing adoption of digital services by taxpayers.^{Footnote 1} 

Historically, the CRA used to provide in-person counter service, but it has since shifted to enhancing self-service digital tools. However, there are persistent challenges related to balancing this digital transition with traditional service channels. These challenges include high call volumes and reliance on mail-based correspondence.

CRA contact centres face overwhelming demand, with millions of calls annually. Not all of these calls connect with an agent, leaving taxpayers frustrated. One of the reasons that call volumes are high is that taxpayers call instead of completing certain tasks online, such as updating their address or making a payment arrangement.

Taxpayers are often presented with several service options (online, phone, mail) without clear guidance that the online option is faster for the taxpayer and quicker for the CRA to process. This option should therefore be the CRA’s recommended choice.

Additionally, web pages promoting online services lack persuasive messaging and reassurance about the security, ease of use, and benefits like the faster processing times that digital options offer. The CRA gives equal emphasis to the traditional channels of phone and mail as it gives to digital options, encouraging reliance on older methods.

When faced with numerous options, taxpayers may default to familiar methods, such as phone and mail, even if they are less efficient.

CRA web pages do not sufficiently guide users through digital processes or provide adequate support, such as tutorials or step-by-step instructions.

The CRA continues to present the option of mailing documents and calling for services that taxpayers could carry out online, contributing to inefficiencies and delays.

The Taxpayers’ Ombudsperson has requested that the CRA strengthen its digital services first approach by taking the following actions:

• Promote the advantages of online options, such as speed, convenience, security, and 24/7 availability.
• Present digital options prominently as the default choice over phone and mail. Use clear, intuitive designs and persuasive visuals to guide users.
• Avoid promoting legacy methods like phone and mail for tasks that can be done online. Instead, emphasize digital tools as the primary option.
• Offer tutorials, step-by-step guides, and reassurance about security to encourage first-time users and build confidence in digital tools.
• Provide digital onboarding assistance through chat or guided help for new users.
• Develop tailored digital tools for common call topics.
• Make online submission the default recommendation for documents and correspondence, reducing reliance on mail.

By implementing these measures, the CRA can provide taxpayers with faster, more efficient service while reducing the strain on traditional channels like contact centres. These actions will help the CRA align with modern digital practices and the needs of an increasingly tech-savvy population.

The Ombudsperson recognizes the CRA’s efforts to ensure no taxpayer is left behind by striving to provide equitable access to its products and services. The Ombudsperson acknowledges that not everyone possesses the digital literacy, confidence, or access required to use digital services and that the CRA must also comply with the Accessible Canada Act. The CRA should keep these factors in mind when it actions the Ombudsperson’s request.